Abstract

This ECAR case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of New York University to demonstrate how the framework of IT service management practices and functions known as the IT Infrastructure Library (ITIL) can strengthen service management practices in a complex higher education institution.

Citation for this work: Pirani, Judith A., Mark C. Sheehan, and Bob Albrecht. â€œITIL at New York University: A Framework for Excellenceâ€ (Case Study 1). Boulder, CO: EDUCAUSE Center for Analysis and Research, 2008, available from http://www.educause.edu/ecar.